OUR STANDARD RETURNS POLICY

We offer free returns within 15 days of delivery, where the product:

• is faulty or damaged;
• does not meet your expectations.

Your statutory rights are not affected by this returns policy.

YOUR RESPONSIBILITIES 

When returning a product, please make sure that it is in good condition, unassembled and in its original packaging.

If the products are not in a state where they can be resold, it may not be possible to accept the return.

STARTING A RETURN 

If you would like to return an item, please email us on returns@twobrooks.co.uk

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at fabiobruni@loonwater.com

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Shipping

To return your product, you should mail your product to: Top Floor Flat, 12 Bolingbroke Road, W14 0AL.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.